Tourism for All - Promoting Universal Accessibility” Good Practices in the Accessible Tourism Supply Chain Copyright © 2016, World Tourism Organization (UNWTO)

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World Tourism Day 2016

World Tourism Day 2016 “Tourism for All - promoting universal accessibility” Good Practices in the Accessible Tourism Supply Chain

ISBN print version: 978-92-844-1812-1 ISBN electronic version: 978-92-844-1813-8

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Citation: World Tourism Organization (2016), World Tourism Day 2016 “Tourism for All - promoting universal accessibility” Good Practices in the Accessible Tourism Supply Chain, UNWTO, Madrid

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Good Practices in the Accessible Tourism Supply Chain

Introduction The World Health Organization estimates that 15% of the global population, roughly 1 billion people, live with some form of disability. With populations ageing rapidly, the The celebration of the World Tourism Day number of persons experiencing obstacles will 2016 under the theme “Tourism for All - only rise. Most of us will develop some form of promoting universal accessibility” comes disability at some stage, and sooner or later we at an encouraging time for international tourism will have specific access requirements to tourism as more political decision makers and the infrastructures, services and products. tourism industry are advocating for Tourism for All, a tourism which can be enjoyed equally by Taking Europe as an example, the accessible everybody, regardless of one’s abilities. tourism market has been estimated at approximately 27% of the total population and UNWTO’s commitment to accessible Tourism 12% of the tourism market.1 These figures take for All is guided by the Global Code of Ethics for into account the large proportion of senior Tourism, a fundamental frame of reference for travellers, (since people over 60 years of age responsible and sustainable tourism development. will constitute 22% of the global population in Article 7 of the Code recognises that “direct and 2050) 2, people with disabilities and families with personal access to the discovery and enjoyment small children. The accessible travel market of the planet’s resources constitutes a right presents a golden opportunity for destinations equally open to all the world’s inhabitants”. that are ready to receive these visitors, since

1. Estimate based on EU Study (2014) “Economic Impact and Travel Patterns of Accessible Tourism in Europe” Downloaded 30 May 2016. 2. World Health Statistics 2016: Monitoring health for the SDGs (WHO)

4 Good Practices in the Accessible Tourism Supply Chain they tend to travel more frequently during the low the human condition in terms of age, mobility, season, usually accompanied or in groups, make sensory and intellectual impairments or health more return visits and, in some parts of the world, condition. With a careful approach combining they spend more than average on their trips. socially inclusive policies, Universal Design techniques and the use of new technologies Facilitating travel for people with disabilities and information tools, destination managers and is therefore not only a human rights tourism providers are able to cater effectively for imperative, but also an exceptional business visitors who need “good access”. opportunity. Yet, a change in mind-set and in the model of tourism services provision is needed All these convictions constitute the basis of the in order to meet this major market demand. work of the World Tourism Organization (UNWTO) Accessible environments and services contribute in the field of Accessible Tourism for All, and have to improve the quality of the tourism product, thus materialized in a series of specific actions with increasing the overall competitiveness of tourism disabled peoples’ organizations, the civil society, destinations. Accessibility, therefore, must be an governments and the tourism industry. intrinsic part of any responsible and sustainable tourism policy and strategy. UNWTO has partnered in the last 5 years with the European Network for Accessible Tourism Forward-thinking regions and destinations (ENAT) and the Spanish ONCE Foundation are developing tourism policies and practical for the Social Inclusion of Persons with measures that take into account the diversity of Disabilities, amongst other organizations, to

Good Practices in the Accessible Tourism Supply Chain 5

produce specific recommendations and technical • Exhibition of 3-D copies of Works of Art manuals for making destinations ever more from the Prado Museum´s Collection, accessible. Following the issuance of Module Spain: Use of new technologies to make art V: Best Practices in Accessible Tourism, of the accessible for visitors with visual impairments; Manual on Accessible Tourism for All: Principles, Tools and Best Practices3, published in the above • Everyone Belongs Outside: Push to Open framework, the three partners have decided to Nature & the Alberta Parks Inclusion complement these best practices for the occasion Plan, Canada: Inclusion of often-excluded of the WTD celebration in September 2016. groups of visitors, such as persons with reduced mobility and learning difficulties, in This booklet presents six selected case studies outdoor environments; illustrating some of the key parts of the accessible tourism supply chain. The examples listed • Barrier-free Tour Center, Japan: Application below and further developed within this booklet of accessibility-improvement measures and show some of the best practices in the most Universal Design to achieve access in urban relevant aspects of accessible tourism provision: planning and buildings through advocacy groups working with public and private sector; • Accessible Heritage Tourism: Best Practices of Universal Accessibility • Lonely Planet Accessible Travel Guide: in India: Adapting sensitive cultural Availability of accessibility information; and monuments to enable all visitors to enjoy cultural heritage sites;

3. For more information please visit http://ethics.unwto.org/en/content/accessible-tourism

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• T-GUIDE: Guiding Visitors with Learning Marina Diotallevi Difficulties: Vocational training course on Head guiding visitors with intellectual impairments Ethics and Social or learning difficulties at cultural heritage sites. Responsibility UNWTO

While these examples provide a small sample of Ivor Ambrose possible solutions regarding accessibility, they Managing Director will hopefully inspire others to take steps towards ENAT broadening the availability of accessible offers in tourist destinations around the world. The very Jesús Hernández Galán first step is to open one’s mind to the idea that Director of Universal Accessibility and Innovation “Tourism is For All”. From then on, with the help ONCE Foundation of the appropriate guidance and know-how, accessible tourism can become part of every tourism experience.

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Accessible Heritage Tourism: Best Practices of Universal Accessibility in India By Centre for Accessibility in Built Environment (CABE), India

About the project visitors within the constraints of the conservation norms; to consider the needs of not just visitors India has 32 UNESCO recognised World Heritage with mobility impairments, but also visual and Sites (WHS), which generate important revenues other impairments were to be considered; to due to the large numbers of both domestic and sensitize and train the officials/ conservationists of international tourists. The case presented here ASI on accessibility & international best practices is about accessibility improvements taken up in accessibility to heritage sites; and, to meet the at four sites, namely Qutub Minar (New Delhi), mandate of the domestic disability legislation & Red Fort (New Delhi), Fatehpur Sikri Group of international conventions. Monuments (Agra), and Taj Mahal (Agra), all under the control of Archaeological Survey of Achievements and impact India (ASI). The accessibility challenges included multi-plinth levels within monuments, stepped After the access audit report shared by Svayam, access to reach important areas of tourist the access improvements were carried out by interest, lack of accessible amenities and facilities the ASI, thus sensitizing and empowering the and a resistance by the heritage conservation in-house heritage protection officials on the professionals to make changes in the built implementation of access standards at WHS. environment. It was necessary to strike a balance between the strict conservation norms and the Access improvements took several years, needs of incorporating accessibility to make the starting from the pilot project of Qutb Minar, sites “visitable” by all. where civil society organisations engaged with the ASI officials to discuss the need of making The main partners of this initiative were the heritage sites accessible. With a helping hand Archaeological Survey of India (ASI) - the of expertise readily available to assist & support, implementing & controlling agency of Government the archaeologists gradually began to think from of India, Svayam – a civil society organisation that the accessibility angle too. The positive feedback conducted access audits and advised the ASI on from stakeholders and the recognition of access access improvements, as well as user groups, improvements by the Government of India experts and NGOs who provided feedback on further encouraged the partners to make similar the access improvements. changes at other World Heritage Sites. Moreover, the Ministry of Tourism made a commitment that The main objectives of this project were to make accessibility would be enforced as a mandatory 4 the WHS reasonably accessible for the diversity of requirement in all tourism products.

4. Please visit: http://www.travelbizmonitor.com/Ministry/mot-to-strongly-enforce-accessibility-provisions-for-benefit-of-people-with-disabilities

8 Good Practices in the Accessible Tourism Supply Chain Red Fort, New Delhi © CABE

The solutions for each project were designed with regard to the specific requirements of each individual site and included ramps, handrails, accessible toilets and accessible signage. Braille signage was used alongside the text signage, providing information about the sites.

The ramps put up at the selected sites to address the level differences, are mostly wooden and placed without any prior digging or damaging the character of the heritage site. The public conveniences are either assembled porta- cabins (Fatehpur Sikri) or permanent structures matching the aesthetics (Red Fort Delhi). The contributed to increasing visitor numbers, thus materials and colours used on the interventions enhancing revenue for ASI and protecting the do not stand as an eyesore but match the site’s monuments. The improvement of pathways has character. The access interventions thus strike a also prevented visitors from wandering across balance between the access needs of diversity of restricted areas. visitors & the conservational concerns presenting a win-win situation for all. Given that not every area of WHS can be made accessible due to conservation issues, Lessons Learned and Remaining Challenges reasonable accessibility should remain the focus. In addition, access improvements cannot be a The Qutb Minar (2007-08), Red Fort (2009-10), one-time affair as they need to be sustained by and Fatehpur Sikri5 monuments have won the regular maintenance. most accessible/best maintained monuments awards from the Ministry of Tourism, highlighting The Accessibility of the ASI website needs to be the success of the access improvement projects. addressed in the future, which is required in order to provide information for all the target groups The access improvements on the selected four that may wish to visit the sites. Lastly, it is hoped WHS have not only made it possible for the that accessibility improvements will be carried local & international tourists to visit the heritage out at other monuments and not limited only to sites with dignity and comfort, but have also World Heritage Sites in India.

5. For more information see: https://svayam.wordpress.com/2013/03/19/national-tourism-award-for-best-disabled-friendly-monument-for-whs-fatehpur-sikri/

Good Practices in the Accessible Tourism Supply Chain 9

Exhibition of 3-D copies of Works of Art from the Prado Museum´s Collection. By AXA Foundation and ONCE Foundation, Spain

About the project Spain, with excellent results. The experiences that blind persons or people with low vision have had In 2015 an innovative project was carried out to by enjoying these three dimensional images can present an exhibition of six 3-D images selected be summed up through the following comments from the most representative paintings of the Prado’s by the curators of the exhibition: Museum collection, which represents one of the most significant tourist attractions in Spain.6 These • The reality of the work represented is images can be touched with the hands, allowing perceived, not only in geometric shapes. a new perspective, especially oriented to persons From this perceptual richness, greater with visual impairments. As an added value, three creativeness, artistic-aesthetic enjoyment of the works in the exhibition were displayed in real and greater ability are achieved, which allows size, scale 1:1. a deeper knowledge for more complex artistic subjects. This was the first initiative launched in the Prado Museum making works of art accessible to • An emotional perception of the work is visually impaired persons. The exhibit was open accomplished. The mental effort to transform to all audiences, including persons with no visual geometric shapes is not really necessary impairments wishing to experience the sensations because of the 3-dimensional representation from a blind user’s perspective by using blindfolds technique used in this project, which leads or opaque glasses made available on the spot. the mental process directly to the contact The project offers innovation and technology for forms of the art work. art and social inclusion, thus contributing to the concept of “art for all”. • The blind person is able to mentally recreate the work as a whole. Visual memory is The exhibition was developed by the Prado’s Museum facilitated by the emotional memory. This Department of Education, with the support of AXA allows a blind person to be able to explain, Foundation, ONCE (Spanish Organization of the discuss and analyse with another person a Blind) and ONCE Foundation, and with the technical particular work of art without having to refer assistance provided by Durero Estudios SL. to geometric diagrams.

Achievements and impact Lessons Learned and Remaining Challenges

The project has already been tested in a pilot The Prado Museum project has been developed in experience at the Museum of Fine Arts of Bilbao, collaboration with visually-impaired professionals

6. Visit https://www.museodelprado.es/en/whats-on/exhibition/touching-the-prado/44b5dd23-464a-4cfc-a6f9-d4f5e8d63015

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Leonardo da Vinci’s Mona Lisa as a tactile painting © Pablo Blazquez Dominguez / Getty Images / Ideal Image

from ONCE, which is a guarantee of quality of institutions in Spain, similar proposals have been this initiative. launched aimed at combining different senses, such as sight and hearing in concerts, poetry This is a long-term project which aspires to readings around pictorial compositions and sight move the exhibition works shown in 2015 into and taste in gastronomy. In these new projects, the Education Area of the museum or become the relationship between artistic expression and part of a project to bring the Prado Museum to the sense of touch has been limited to making groups of people with disabilities (‘Prado for All’ 3-dimensional sculptures or reliefs available to programme).To make this exhibition accessible to visitors with visual impairments. everyone, Prado Museum and AXA Foundation are exhibiting the pieces in a road-show in six Spanish cities. Currently, in different cultural

Good Practices in the Accessible Tourism Supply Chain 11

Everyone Belongs Outside: Push to Open Nature & the Alberta Parks Inclusion Plan By Alberta Parks, Canada

About the project Environment and Parks, the leader of the project, Alberta Provincial Human Services in the sphere Alberta Parks recognizes that many people face of human rights, citizenship, and persons with obstacles preventing them from connecting to disabilities, Mount Royal University School of nature, in particular persons with disabilities. Nursing and Midwifery, University of Calgary, They face common barriers given the inadequate Parks Victoria, Australia, and Travability. transportation, extra costs, lack of skills, knowledge, or information, what makes them Achievements and impact feel unwelcome. Alberta’s 2009 Plan for Parks calls for the creation of a province-wide inclusion The Push to Open Nature programme has strategy to increase opportunities for, and invite full sparked innovation through accessibility audits participation of all citizens. and facility improvement, adaptive outdoor recreation equipment design, community and Alberta Parks’ Inclusion Plan, Everyone Belongs volunteer engagement, staff diversity training and Outside, released in 2014, aims at increasing support, and partnerships with agencies serving access, inviting participation, and building people with disabilities. The programme increases capacity for inclusion in all Provincial Park facilities, environmental and recreational literacy among programs and experiences. people of all abilities through adaptive nature challenges, volunteerism and special events that The Push to Open Nature programme focuses on promote storytelling, peer-to-peer sharing, and the inclusion of persons with disabilities and their inclusive experiences. Integrating research helped caregivers, and is inclusive of physical, visual, mental, Alberta Parks reveal and promote the mental emotional, learning, and temporary disabilities health and emotional benefits of inclusion in nature (recent work even explores the role of nature for for persons with disabilities and their caregivers. people at end-of-life and their caregivers). This programme activates the objectives of the inclusion William Watson Lodge in Peter Lougheed plan by: improving access, inviting participation, Provincial Park provided accessible cabins for increasing capacity of disability services and Albertans with disabilities for decades. Recently, outdoor recreation groups, sharing information and accessible campsites, comfort camping, and best practices, as well as encouraging dialogue to multi-sensory, barrier-free interpretive trails added increase awareness of inclusion in nature parks. a range of opportunities for all. Smaller barrier- free experiences across the province, such as The programme drew on many key resources, Peaceful Valley Day Lodge, accessible yurts at both regional and international, involving Alberta Pigeon Lake, and minibuses at Fish Creek and

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William Watson Lodge, Alberta © Alberta Parks

Glenbow Ranch, provide entry points for people which is a proven salve for the mental health impacts who never imagined the outdoors could be part of busy modern lives. Nature parks also provide of their lifestyle. opportunities for learning and social connection in diverse landscapes and facilities, regardless of age, Alberta Parks also funded the design of the ability, gender, cultural background, education level, innovative Parks Explorer and its ongoing or individual perspective of their visitors. Alberta development through student design competitions has experienced massive population growth and in collaboration with staff, stakeholders, and increased tourism, immigration and migration, more volunteers. This adaptive wheelchair means people people living with disabilities, and a rise in active with limited mobility can manoeuvre on rougher senior citizens, making the region more socially terrain and, unlike chairs that require physically diverse than ever. fit support-people, can be easily operated by families. The Park Explorer increases access by Alberta Parks aims to continue to work towards modifying the experience, not the environment. meeting the objectives outlined in the Inclusion Plan and remains committed to getting all Albertans out Lessons Learned and Remaining Challenges into nature, in fulfilment of the motto that everyone belongs outside. Albertans enjoy a high quality of life, and its network of parks is a major contributor to that. Parks provide opportunities for active, healthy living in nature,

Good Practices in the Accessible Tourism Supply Chain 13

Barrier-free Tour Center, Ise-Shima Region, Mie Prefecture, Japan By Japan Accessible Tourism Center, Osaka, Japan

About the project Lessons Learned and Remaining Challenges

The Japan Accessible Tourism Center was Charity is not enough to change society to become established as the first inbound tourism service more accessible. Investment in accessible provider for Japanese tourists with disabilities, facilities and services for tourism business needs and it also supported the establishment of similar to come first, as a disabled tourist-friendly city regional centers. When the Barrier-free Tour (with railway stations with adequate lifts, low-floor Center was established in Ise-Shima, the situation buses, flat surfaces, ramps at shop entrances, regarding the accessibility in that particular area accessible toilets and open-minded people) also was not satisfactory, even though it boasts one of means a disabled-friendly city for the locals. the most important Japanese shrines with 2,000 Provincial cities tend to be underdeveloped, both years of history and also some prominent sea in terms of accessible facilities and in the mind- resorts. set of social inclusion. Accessible Tourism can be regarded therefore as the key to changing the The Barrier-free Tour Center in Ise-Shima provides status quo where there is a general problem of advice for accommodation and sightseeing low accessibility. trips for tourists with disabilities, seniors and their families. Being a non-profit organization, When developing accessible tourism products its budget comes from the government, local and services, urban destinations have to take municipality, the local tourism association, into consideration the needs of both domestic donations and tour coordination fees. and foreign visitors, whose cultural background may differ and therefore require specific solutions Achievements and impact so all visitors would feel welcome. This refers especially to language barrier issues that may Local people with disabilities started the project arise. In addition, the needs of the local population to create an “all-people-friendly destination” with disability and specific access requirements and launched a series of activities including: should always be taken into account. Accepting the wheelchair-friendly route map, accessible the differences can only raise the fundamental information on the Center’s website, sports power of city tourism. events (canoeing, cycling, sailing, marathon, etc.), consulting for traditional Japanese inns to Following the example of Ise-Shima, some other make accessible rooms, awareness-raising at Japanese cities are trying to establish accessible schools, seminars for the local tourism sector tourism centers. and free wheelchair rentals in the area.

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Viewing deck, Ise-Shima Region. © Ise-Shima Barrier-free Tour Center

One of the main challenges is that public funding cannot be provided for a long time, which implies that these centers need their own sources of revenue from customers and business relations with local partners.

Good Practices in the Accessible Tourism Supply Chain 15

Accessible Travel Online Resources By Lonely Planet, Australia

About the project want to be included and, thus making this Guide more legitimate . Lonely Planet promotes the belief that travel is for all people, no matter what their abilities or Achievements and impact limitations may be. Travelling with a disability often requires a great deal of preplanning. Lonely Planet has published the world’s largest Thus, the first barrier to travel for many people list of online resources for accessible travel, who have access issues or a disability is a lack including: of information, combined with a fear of the unknown. Research indicates that more people 1. Country-by-country resources from national with a disability would travel if they had access and local government and tourism bodies, to information that would enable them to do so. as well as disabled people’s organisations, in more than 40 countries; Lonely Planet’s Accessible Travel Online Resources Guide can be regarded as a 2. A wealth of experience of travelling with a “meta list”, which includes not only individual disability from almost 50 personal travel destinations, suppliers and venues but also blogs; many “Accessibility Information Schemes” (AIS databases), some of which comprise thousands 3. Dozens of specialised accessible travel of establishments and venues. The Guide was agents and tour operators from more than produced in cooperation with the European 40 countries around the world; Network for Accessible Tourism (ENAT). 4. Top travel tips for travelling with specific This collection of online resources aims to help fill access requirements; the information gap and alleviate unfounded fears of people with a disability desiring to travel, either 5. Advice from experienced travellers with a by providing information directly or by introducing disability; them to many others, via their website or personal blog, who haven’t let their disability get in the way 6. Leads and links to disability-specific advice of their love of travel. The Guide is to be updated and support; and twice a year, thus ensuring that all information is live and current, as well as continually growing 7. Websites dedicated to the theory and in an organic manner: the more well-known this promotion of accessible travel. list becomes, the more suppliers and venues will

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City Palace, Jaipur. © Yoko Whyte

This free-of-charge document has already been downloaded thousands of times. It has attracted the interest of National Tourism Organisations who have expressed an interest in collaborating on future editions by supplying information and imagery from their respective countries.

Lessons Learned and Remaining Challenges

Lack of information is often the first and sometimes insurmountable barrier to travel for people with a disability. Tourism suppliers should ensure that information about the accessibility of their products and services is as easy to find as possible on their website and in all their marketing materials.

Regional and national tourism bodies can contribute to the Lonely Planet Guide of Accessible Travel Online Resources to promote their accessible tourism offers and, at the same time, actively collect and publish information regarding the accessibility of destinations, transport, activities and establishments on their own web sites. It is also vital that all such information published online should meet the

latest criteria for web accessibility. A broader knowledge and awareness of this product Keeping the Guide updated will be a continual among tourism authorities and suppliers would also challenge. It also remains a challenge to publicise contribute to the growth of this global resource by the existence of this document as widely as possible including more destinations and establishments in to maximise the number of downloads and hence future editions. its impact.

Good Practices in the Accessible Tourism Supply Chain 17

T-GUIDE: Guiding Visitors with Learning Difficulties By European Federation of Tourist Guide Associations (FEG), France, and European Network for Accessible Tourism (ENAT), Belgium

About the project and reducing safety hazards and risks. Finally, the guides must know how to develop appropriate T-GUIDE is a training course on Guiding Visitors visual aids and interactive techniques to make with Learning Difficulties offered by the European their tours informative and enjoyable for all visitors. Federation of Tourist Guide Associations (FEG) and the European Network for Accessible Tourism Achievements and impact (ENAT). The T-GUIDE course is the outcome of a Vocational and Educational Training (VET) project The course was launched in London, United co-funded by the European Union “Leonardo” Kingdom, on 14 April 2016, the participants being project. It is specifically designed as a Continuing professional “Blue Badge” tourist guides. Initial Professional Development (CPD) course for training was provided via an e-Learning course qualified tourist guides to offer better services in at www.accesstraining.eu followed by face-to- interpreting the cultural and natural heritage of an face training. The trainees took part in a guided area to a broader audience. tour for persons with learning difficulties at the Houses of Parliament in London. The final stage Qualified tourist guides can enhance their skill-set of training requires trainees to prepare and carry and gain access to a rapidly increasing market out their own guided tour with visitors who must for guides who can competently and sensitively include persons with an intellectual disability. work with people with learning difficulties. As a result of the T-Guide training it will become Lessons Learned and Remaining Challenges possible for guided tours to be more inclusive, opening possibilities for people with intellectual Tourism professionals need to innovate and disabilities, their families and friends to enjoy acquire new skills in order to introduce new groups cultural tours together. of visitors to cultural heritage and present their material in new ways. This course, developed with The course objectives are: recognising the partners from different disciplines and parts of the importance of preparing for the tour, working with value chain, has helped to overcome barriers of carers, understanding of learning difficulties and social and cultural exclusion by engaging actively assessing and adjusting tourist guide services with individuals, families and groups of people to a specific audience. It is important that tourist with learning difficulties. The T-Guide Course has guides become familiar with “Easy To Understand demonstrated the practical value of training and Language” (ETUL) and use of body language. professionalization in this area and the partners Tours must be prepared carefully in advance, are eager to assist in the wider take-up of the identifying difficulties in the local environment T-Guide Certificate as a means of furthering

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“Tourism for All”, with particular emphasis on the number of trainers rapidly, working in different guiding those who otherwise would have little, if languages and regions. It is therefore intended any, access to cultural tourism experiences. that T-Guides will share their training experiences, guiding materials and techniques by using videos The training has given tourist guides the and other digital information formats. Having opportunity to enhance their professional skills received their certificates, the trained guides by becoming more aware of the needs of people continue maintaining a record of guided tours in with learning difficulties and gaining knowledge a “log-book”, so as to help develop and retain of how to organise and prepare for the delivery of their skills. Hopefully, many of the new T-Guides the tour and guiding services. may become trainers in this specialised field, rolling out training to other qualified tourist guides Connecting with the client groups of people throughout Europe and beyond. with learning difficulties has shown that there is a great potential for developing a wide range of tours for this very varied target group. Given the relative scarcity of tourist guides with the appropriate skill-set there is a need for multiplying

Good Practices in the Accessible Tourism Supply Chain 19

Contributors of case studies

Subhash Chandra Vashishth, Access Consultant & Founder, Centre for Accessibility in Built Environment (CABE), India Email: [email protected]

María José Ballestero, Institutional Relations Manager, AXA Foundation, Spain Email: [email protected]

Tazim Nazarali, East Kananaskis Area Manager and Don Carruthers Den Hoed, Head of Provincial Inclusion Implementation Team, Alberta Parks, Canada Email: [email protected]

Hideto Kijima Kiji, President, Japan Accessible Tourism Center, Japan Email: [email protected]

Martin Heng, Accessible Travel Manager & Editorial Adviser, Lonely Planet, Australia Email: [email protected]

Efi Kalamboukidou, President European Federation of Tourist Guide Associations – FEG Email: [email protected]

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Useful links

http://asi.nic.in https://www.museodelprado.es/en www.AlbertaParks.ca/Inclusion www.PushToOpen.ca http://www.japan-accessible.com/ http://shop.lonelyplanet.com/world/accessible-travel-online-resources-2016 http://www.feg-touristguides.com/ http://www.t-guide.eu http://accesstraining.eu/t-guide

For more information on UNWTO activities in the sphere of Accessible Tourism for All, please contact Ethics and Social Responsibility Programme.

Tel: +34 91 567 81 71/2 E-mail: [email protected]

Good Practices in the Accessible Tourism Supply Chain 21

The World Tourism Organization (UNWTO) is a specialized agency of the United Nations. As the leading international organization in the field of tourism, UNWTO promotes responsible, sustainable and universally accessible tourism. It serves as a global forum for tourism policy issues and a practical source of tourism know-how. UNWTO’s membership includes 157 Member States, 6 Associate Members, 2 permanent observers and 500 Affiliate Members representing the private sector, educational institutions, tourism associations and local tourism authorities: www.unwto.org

The ONCE Foundation’s main objectives are training and labor inclusion of persons with disabilities, as well as the attainment of universal accessibility by promoting accessible environments, products and services. We work towards the removal of barriers in the spheres owf culture, leisure and tourism, and undertake awareness-raising actions through publications and organization of international conferences on Tourism for All. www.fundaciononce.es /www.once.es

The European Network for Accessible Tourism - ENAT, is a non-profit organization which gathers organizations and individuals from the private, public and non-governmental sectors. Our mission is to make European tourism destinations, products and services accessible to all travelers, while promoting inclusive and accessible tourism worldwide. www.accessibletourism.org

Capitán Haya 42, 28020 Madrid, Spain World Tourism Organization Tel: (34) 91 567 81 00 / Fax: (34) 91 571 37 33 www.unwto.org